What is comment intent classification?
Comment intent classification is the process of automatically assigning each comment a label that reflects the author's goal, such as high intent, tech support or general feedback, so that sales-ready messages can be surfaced and routed.
Most comment tools stop at keyword filters, which fail on phrasing: 'what does this cost at 50 seats' contains none of the keywords you thought to add. Classification reads the meaning instead, so a pricing question is recognized as one whether it says pricing, cost, per-seat or enterprise. The output is one label per comment — high intent, tech support or general — and that label is what makes routing possible at all. It also keeps working when your product vocabulary changes, because nothing depends on a keyword list you have to maintain.
Key characteristics
Recognizes intent from phrasing and context, so unusual wording still gets caught without maintaining rule lists.
Every comment gets the same treatment regardless of volume, time of day or who happens to be reading.
Labels are the precondition for sending the right comments to the right destination automatically.
Bug questions and buying questions can be answered by different people, at different speeds, in different channels.
FAQ
Is classification the same as sentiment analysis?
No. Sentiment measures tone, positive or negative. Intent measures what the author wants, which is what determines whether a comment is a lead.
How accurate is it?
Accuracy depends on how clearly the comment is phrased, but classification is far more reliable than keyword filtering for commercial questions.
Can I change the categories?
The base labels are fixed, but you decide which intent levels get pushed, where they go and how often.
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